Sr. Quality Evaluator (Call Center)

Concentrix BPO Consulting Peru S.A.C.; Pachacámac; On-site; PEN 69,000 - 123,000; Full time

Job summary

Concentrix is seeking a Sr. Quality Evaluator for our Lima, Peru operations. The role monitors and evaluates inbound/outbound calls, emails, and chats to ensure quality standards are met and to drive program improvements.

You will participate in calibration sessions, audits, and maintain knowledge of client products and services, contributing to profitability goals.

Qualifications

• English language proficiency required.

Responsibilities

• Monitor, evaluate and audit inbound and outbound calls, chats, and emails to ensure adherence to quality standards.
• Participate in calibration sessions and listening sessions to ensure scoring consistency and best practices.
• Prepare and report evaluation results to Quality Leadership, Delivery Team, Client and Account Management stakeholders.
• Contribute to quality improvements and maintain knowledge base and process documents.

Job description

Job Title: Sr. Quality Evaluator (Call Center)

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email. Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners). Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices. Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes. Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies. Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable). Contribute to maintaining forms and legends documents. Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Location

PER Lima - Av Primavera 1013

Language Requirements

English

Time Type

Full time

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Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s - designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered.

But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.